Innovation starts with seeing things differently than others. It starts with looking at a problem, and finding a way to dramatically change for the better.
Benjamin Franklin knew that. Ben wasn’t just a great visionary, he was a practical experimenter. He focused on needs—such as saving lives—when he invented the lightning rod. He understood the complex nature of electricity, and transformed that knowledge into a real, practical solution that helped everyone. He said it best, “well done is better than well said.”
That’s why Benjamin Franklin inspires us. While our innovation focus is a little different, we value connecting the dots between seeing a possibility and doing something about it. Customer Service is mission critical, and it’s hard to do really well. Real people are impacted every day when they can’t get their needs met – from the serious to the whimsical. From the need to know when your medication shipment arrives at your house to returning that shirt that was a size too small.
Our 3 secrets of innovation? 1) Focus on making what’s hard simple. 2) Solve real problems for real people. 3) Don’t just spin a good vision. Do something about it.
My team and I share the same passion - to help our customers connect with theirs. To do this, we focus on every aspect of service complexity across all channels, and work to make it simple for you and your customers.
We call it ‘service made simple’. It’s about understanding the need to unify the half-dozen ways that customers want to reach you. It’s about knowing that customer data scatters in companies faster than a bag of marbles on a glass table. And it’s about having a culture that empowers agents with the right tools and information to have a meaningful conversation. Put that all into the mix, and you have a big mashup of needs and desired outcomes.
What’s simpler for the modern service organization than letting us do the heavy lift so that you can focus on your customers, your people, and your company’s success?
So – why am I writing about our innovation philosophy today? First, it’s because Oracle believes in this vision and sees it through with our investments.
But mostly I’m writing today because I believe that our strategy combined with our hard work has been recognized by Forrester Research, Inc. We’re honored that Oracle Service Cloud was cited as a leader in The Forrester Wave™: Customer Service Solutions For Small And Midsize Teams, Q2 2014 and The Forrester Wave™: Customer Service Solutions For Enterprise Organizations, Q2 2014.
I believe that Forrester sees the same thing we do. Good service is the anchor to a great customer experience. And it’s hard to deliver. We’re delighted to be recognized as a leader.
More importantly we’re glad that our practical innovation works for real companies and real people.